What are the responsibilities and job description for the Service Desk Specialist position at Onward Search?
Onward Search is a specialized staffing and talent solutions company that helps professionals find top jobs with the nation’s leading brands. We are currently seeking a Service Desk Specialist – Tier 2 for a dynamic, fast-paced medical technology company located in Charlton, MA . This is a 4-month contract opportunity with an on-site requirement.
As a Service Desk Specialist – Tier 2 , you will play a critical role in ensuring smooth IT operations by providing second-level support for technical issues and managing escalations from Service Desk Support Analysts. You will work directly with business partners, offering deskside support, troubleshooting technical issues, and helping create solutions documentation. If you have a strong technical background and enjoy solving complex problems, this is the perfect opportunity for you.
Responsibilities :
Act as the second level of contact for handling technical support issues escalated from Service Desk Support Analysts or submitted via Self-Service.
Provide deskside support and resolve incidents or service requests.
Conduct problem management and develop solution documentation for internal Service Desk use as well as business partner use.
Troubleshoot hardware and software issues, escalating unresolved matters as necessary.
Requirements :
Advanced knowledge of Windows OS , Apple OS , Active Directory , MS Office Suite , ticketing systems, call center operations, mobile devices , and anti-virus / spyware software.
In-depth experience with desktop and laptop hardware troubleshooting.
Familiarity with peripherals such as printers and desk phones .
Scripting knowledge is a plus.
Degree Requirements : Associates Degree or equivalent experience.
Certification Requirements : Familiarity with ITIL processes and framework. ITIL v3 or 2011 certification. Help Desk and / or Desktop Support technical certification.
Perks & Benefits :
Medical, Dental, and Vision Insurance
Life Insurance
401k Program
Commuter Benefit
eLearning & Education Reimbursement
Ongoing Training & Development
To qualify for benefits, candidates must work over 30 hours per week, and the length of assignment must be a minimum of 10 weeks.
If you meet the qualifications for the Service Desk Specialist – Tier 2 role, we encourage you to apply now. Our recruitment team will reach out to guide you through the interview process and advocate on your behalf to help secure your next great opportunity.
Salary : $20 - $25
